What process involves centralizing and sharing customer information to improve relationships?

The process that involves centralizing and sharing customer information to improve relationships is knowledge management. This approach focuses on capturing, distributing, and effectively using knowledge within an organization. By gathering customer data from various sources and consolidating it into a central repository, businesses can access valuable insights that enhance customer interactions. This shared knowledge enables employees to understand customer needs better, anticipate issues, and provide tailored solutions, ultimately strengthening customer relationships.

In contrast, customer service primarily revolves around direct interactions with clients to resolve issues rather than the systematic collection and sharing of information. Market analysis focuses on assessing market conditions and trends, which does not specifically relate to managing customer information for relationship improvement. Similarly, a sales strategy is concerned with approaches to selling products or services, but it does not entail the centralized management of customer knowledge that is central to knowledge management. Therefore, knowledge management is the most fitting choice for the process described.